Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  6888 Gulf Fwy Houston, TX 77087-2556

• 

  Conn's Home Plus

  20051 Katy Fwy Katy, TX 77450-2238

• 

  Conn's Home Plus

  1420 N Loop 336 W Conroe, TX 77304-3504

• 

  Conn's Home Plus

  8201 S Gessner Rd Houston, TX 77036-7450

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My refrigerator not working for the last week sent out a tech two time could not fix so in need of a new one

  Business Response

  Date: 08/07/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Ms. ****** stated in the complaint:
  
  1. Her refrigerator has not been working and a technician has come twice, but could not fix the unit; and
  2. She is requesting an exchange.
  
  Our investigation reveals that:
  1. On July 14, 2024, Ms. ****** contacted us for service on her refrigerator due to the unit not cooling. On July 15, 2024, she inspected the unit and found that the evaporator cover and defrost heater needed replacing, which were installed on July 24, 2024. However, we show that she contacted us after repairs were complete, stating the unit was not cooling. A new service call was created, and she declined the inspection date of July 29, 2024; and
  2. We cannot honor Ms. ******* request to authorize an exchange.
  According to our records, on September 4, 2021, Ms. ****** purchased an ** French door refrigerator with a 36-month ************** Agreement on invoice ********. We confirmed that Ms. ******* refrigerator was delivered on October 8, 2021.
  We investigated Ms. ******* concerns and service history and discovered the following:
  July 12, 2024- We received a report that Ms. ******** refrigerator was not cooling. On July 15, 2024, the technician inspected Ms. ******** refrigerator and found that the freezer was still freezing. After performing a diagnostic test, it was determined that there was a defrost issue causing the fan not to spin. The technician recommended replacing the evaporator cover and defrost heater, which was installed on July 24, 2024.
  July 24, 2024- Ms. ****** contacted us again to report that her refrigerator was not cooling and requested a replacement. She was informed about the service process and scheduled for an inspection on July 29, 2024, which she declined. Her service order was then canceled as we needed to assign her inspection to a certified third-party service provider. A new service ticket was created on July 30, 2024, and we tried to contact Ms. ****** that day and on August 1, 2024, but were unsuccessful. Due to our inability to reach Ms. ******* her service claim was canceled.
  
  At this time, we are unable to fulfill Ms. ******** request for an exchange. However, she can contact us at ************** to create a new service ticket with a certified third-party service provider for an assessment and repair of her refrigerator.
  
  Conns HomePlus values Ms. ****** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator to be delivered to my home. The company used a 3rd party delivery. They delivered the refrigerator to my back porch, but refused to bring it in to my house. The store manager came to my home and said the doors on the refrigerator would have to be removed to get it in and that would void the warranty. He left the unit on my back porch. I called the refrigerator manufacturer and they assured me taking the doors off would NOT void the warranty. I dont know what to do. Im a 77 year old widow and need my refrigerator put in my house. Can you help me?

  Business Response

  Date: 08/07/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. **** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. *** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??
  
  Ms. *** stated in the complaint:
  
  1. She purchased a refrigerator, but upon delivery, the team refused to bring the unit into her house, leaving it on the back porch instead; and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On July 20, 2024, the day of her delivery, it was found that the delivery truck was too large to pass through the gate of her residence. Ms. *** facilitated the delivery by providing a cart to the team for offloading. After this process, the unit was designated as a drop-off only and was placed in the garage area; and
  2. As of August 2, 2024, Ms. **** refrigerator has been picked up and returned.
  

  According to our records, on July 18, 2024, Ms. *** purchased an ** French-door refrigerator with a limited 1-year manufacturers warranty. We confirmed that she elected to have her refrigerator delivered.
  

  Ms. ***** concerns were investigated, and it was found that on the day of her delivery on July 20, 2024, the delivery truck could not fit through the gate. Ms. *** provided the team with a cart to offload and take to her residence. As a result, she was informed that the unit would be received as a drop-off only and placed within the garage area.
  
  Upon further review, it was discovered that Ms. *** contacted us post-delivery to express her dissatisfaction with the service she received. She was particularly upset that her refrigerator was not brought into her residence and set up. We apologized for the inconvenience and explained the delivery procedures to Ms. **** Due to our failure to meet her delivery expectations, we approved a return. On July 31, 2024, we attempted to pick up the refrigerator, but unfortunately, Ms. *** did not respond to our call to open the gate, necessitating the rescheduling of her appointment. On August 2, 2024, we successfully picked up and returned Ms. ***** refrigerator.
  
  Conns HomePlus values Ms. *** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed our original order on June 30 and have been promised delivery every week since. We have yet to get our items and even changed our items to ones in stock and I am still getting the run around about why my items will not be delivered on the dates as promised even after speaking to a supervisor and them confirming my order with a guaranteed delivery it is still not going to be delivered.

  Business Response

  Date: 08/07/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Ms. ******** stated in the complaint:
  
  1. She placed an order with us on June 30, 2024, and has been awaiting delivery since then. Despite changing the items, she has yet to receive her order; and
  2. She is requesting to have her merchandise delivered.
  
  Our investigation reveals that:
  1. Ms. ******** placed an online order on June 30, 2024, with an expected delivery date of July 8, 2024. However, the items remained pending shipment from the manufacturer. On July 22, 2024, she visited her local Conns store to select an alternative washer and dryer. Following this new purchase, she was scheduled for delivery on July 27, 2024, but the delivery was subsequently postponed to August 5, 2024; and
  2. As of July 31, 2024, Ms. ********* items have been delivered.
  

  According to our records, on June 30, 2024, Ms. ******** placed an online order. We show that she purchased an ** all-in-one washer/dryer combo model WM6998HBA with a 24-month ************** Agreement, an ** pedestal, a Man *** ****** reclining loveseat and sofa, and a 71 convertible folding sofa bed on invoice ********. It was confirmed that Ms. ********* folding sofa bed was a ship-only item and would be shipped directly from the manufacturer, and the remaining items were set to be delivered.
  

  We investigated Ms. ********* concerns and found that she was originally scheduled to receive delivery on July 8, 2024. Unfortunately, the desired ** all-n-one washer/dryer combo did not become available and was still pending from the manufacturer. As a result, the delivery team was unable to complete her delivery.
  

  Upon further review, we found that Ms. ******** visited her local Conns store on July 22, 2024, to reselect a different washer and dryer model. Therefore, her initial purchase associated with invoice ******** was canceled, and a new invoice, ********, was created. We confirmed that Ms. ******** selected a ******* all-in-one washer/dryer combo model WD53DBA900HZ, a ******* 27 pedestal, and a Man *** ****** reclining loveseat and sofa. It has been verified that Ms. ********* delivery was completed on July 31, 2024.
  Conns HomePlus values Ms. ******** as a customer and appreciates her for bringing her concerns to our attention. We apologize to Ms. ******** for the inconvenience that she has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a TV online and was charged but then contacted the next day and told TV wasn't in stock and would have to call and cancel. One week later the same tv was back for sale online and I purchased it again and was then charged for the tv. Soon after getting confirmation of order I was then told they did not have tv in stock and would have to cancel the order. Seems to be very deceptive practice of selling something that is not in stock and then having to wait several days for my credit card to be refunded and then to post the tv a week later and having to go through the same process of waiting for refund. No discount offered on another comparable tv but was offered free delivery if I bought a different tv.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/24/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new bed and mattress on 6/24/24. The bed and mattress we're delivered and set up on 7/5/24 by 2 Spanish speaking gentlemen. Their English was very limited. They could not understand me, and I could not understand them. When the delivery guys we're done I looked at the bed and it seemed fine. I did not move the mattress and check the bed itself. On 7/8/24, my husband who is a disabled Veteran sat on the bed and it collapsed. After removing the mattress, we discovered that the bed was missing at least ******************************************************************************* correctly. the boards that lay across broke again because they we're not secured with screws. The legs in the middle of the bed that added extra support we're not screwed in properly nor we're they secured with screws they have buckled. The support that acts as the bed frame has split and chipped. I called the store where we purchased the bed to complain and was advised to call the next day, the delivery department was closed. correctly. I spoke with *** the asst. ******* on 7/11/24. She advised that she would speak with delivery and they would replace the bed. She also asked me to send in pictures. I complied. I spoke with ****** in delivery. He said his boss told him since I had already had the bed more than 3 days they couldn't do anything. I called them 2 days after the bed was delivered. I've called corporate to no avail. I spoke with someone on Monday, they advised they would send someone to take their own pictures. I agreed to it. I then received a message saying we we're scheduled for delivery. I assumed that meant we we're getting a new bed. To my surprise they sent out the same 2 gentlemen that spoke no English to take the pictures. Again they could not understand my husband and my husband did not understand them. They called their boss whom told my husband it had been more than 3 days so they couldn't replace the bed.

  Business Response

  Date: 08/08/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction,and we would not want anything to impair that record.  As a reminder, Ms. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ******** stated in the complaint:
  
  On July 5, 2024, the merchandise she purchased was delivered. On July 8, 2024, after sitting on the bed, it collapsed. Upon inspecting the unit, she discovered that the screws were not properly secured. Therefore, she contacted us and was informed that her bed would be replaced; and
  She is requesting an exchange.
  
  Our investigation reveals that:
  Ms. ********** merchandise was delivered in good condition on July 6, 2024. Nevertheless, she reported a problem with her bed on July 17, 2024. We agreed to schedule an assessment, and upon inspection on July 23, 2024, the bed was deemed damaged beyond repair; and
  We have confirmed that authorization was granted to pick up and return *********************** bed. When we arrived at her residence on August 2, 2024, Ms. ******** was unavailable, which prevented the delivery team from completing the return. The merchandise is now scheduled to be returned on August 8, 2024.
  

  According to our records, on June *******, Ms. ******** purchased a Rhapsody king bed (music headboard, storage footboard, and rails), all with a limited 1-year manufacturers warranty and a Classic 12 MIB on invoice ********. We confirmed that Ms. ********* items were delivered on July 6, 2024.
  

  We investigated Ms. ********* concerns, we discovered she reached out to her local Conn's store on July 17, 2024, regarding a problem with her Rhapsody bed. She reported improper assembly, missing screws, and requested an exchange. An email was sent to our furniture claims department to address her issues. It was noted that she had not requested a technician to assess the furniture. Therefore, we informed the store associate to arrange an appointment for July 23, 2024, to evaluate Ms. ********** bed. The inspection revealed irreparable damage and missing screws as well as stripped screws. Based on these findings, we approved a return for *********************** bed.
  

  Upon additional review, it has been verified that Ms. ********** bed was scheduled for pickup and return on August 2, 2024. However, due to her unavailability at the time of our team's arrival at her residence, the return could not be completed. Ms. ******** is now rescheduled for the return of the merchandise on August 8, 2024.
  

  Conns HomePlus values Ms. ******** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch, loveseat, and chair with ottoman. I spent 3K+ on this in August 2023. Recently I filed a warranty claim to repair the couch which is sagging, ripping, and coming apart in places. They denied the claim saying it is normal wear and tear. We dont let our kid jump on our furniture and dont let our dog on it. We just sit on it. How can sitting for 10 months make a couch sag and ripple so bad that its an eyesore in your home? How can it be coming apart at seams be normal? The issues started months ago but the seams and edges physically falling apart is what pushed me over the edge to file a claim before our year expired. It should not be normal for a couch set to fall apart in less than a year, especially at 3K. I posted a ****** review and customer service responded to reach out to them and I did, with no response.

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or online at ******************************.?
  
  Mr. ******** stated in the complaint:
  1. In August 2023, he bought furniture from us and recently submitted a warranty claim because the furniture is sagging, ripping, and coming apart. The claim was rejected due to normal wear and tear;
  2. He submitted a ****** review and was told that customer service would contact him, but he never received a response; and
  3. He is requesting his furniture to be replaced.
  
  Our investigation reveals that:
  1. On August 8, 2023, Mr. ********* Crestview living room set was delivered and received in good condition. However, he recently contacted us to report an issue with his furniture sinking in and falling apart. Upon inspection, the technician determined that the furniture displayed normal wear and tear from use over a period of time. Based on the technicians findings, Mr. ******** was informed that his furniture claim was denied;
  2. On July 23, 2024, we received a ****** review from Mr. ******** expressing his dissatisfaction with his furniture claim. On July 24, 2024, we sent an email to ******************************* requesting images of the alleged issue. However, as of July 30, 2024, Mr. ******** has failed to respond; and
  3. We are unable to approve Mr. ********** request for a replacement as the furniture has been inspected, and only normal wear and tear was found. Unfortunately, the manufacturer's warranty does not cover normal wear.
  
  Based on our records, on August 6, 2023, Mr. ******** purchased a Style Line Crestview living-room set that consisted of a sofa, loveseat, chair, and ottoman, all with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Mr. ********* living-room furniture was delivered in good condition on August 8, 2023.
  
  Upon investigating Mr. ********** concerns, it was discovered that he had reached out about his Crestview furniture, claiming it was sagging and deteriorating. He was instructed to complete an Inspection Packet and provide photos of the purported damage. After receiving the necessary documents, an inspection was arranged. During the inspection the technician observed that the furniture exhibited normal wear and tear expected from usage over time. Following the inspection report, Mr. ******** was informed of the denial of his furniture claim due to the findings of standard wear and tear, which is not covered under the manufacturer's warranty terms.
  
  At this time, we are unable to fulfill Mr. ********** request for a replacement since the furniture inspection revealed only normal wear and tear. Unfortunately, the manufacturer's warranty does not extend to cover normal wear.
  
  Conns HomePlus values Mr. ******** as a customer and appreciates him bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I would like know how this is normal wear and tear. How is this normal for less than 1 year to come apart and have plastic edging coming out, sagging so badly, and literally coming apart at the seams? If that is normal, then why are you charging people 3K for that for not to last less than a year? This is unacceptable, poor quality and defective.
  I would also like to add that I have responded multiple times to the customer service person regarding my ****** ad and never received a phone call, after I requested a phone call on my personal cell and sent them the new number to call. All I received was them responding that they cannot reopen the claim. 
  
  I will attempt to recheck my spam folder to send pictures. I have tried five times to upload documentation to this submission and it will not let me. 
  Regards,
  
  
   
  

  Business Response

  Date: 08/01/2024

  At this time, we are unable to fulfill Mr. ********** request for a replacement since the furniture inspection revealed only normal wear and tear. Unfortunately, the manufacturer's warranty does not extend to cover normal wear.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Furniture literally coming apart at the seams is not normal for 11 months. Your company is obviously ok with selling 3K worth of furniture knowing it is normal to fall apart 2-3 years before its even paid off. Ive sent multiple pictures and complaints with no response. I guess the fact youre going into bankruptcy makes you care even less!
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/15/2024

  At this time, we are unable to fulfill Mr. ********** request for a replacement since the furniture inspection revealed only normal wear and tear. Unfortunately, the manufacturer's warranty does not extend to cover normal wear.
  
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company continues to harass me for payments that I have made on time monthly I have provided supporting documentation and no one will take a look and correct my account. The amount they are stating I owe is more than the purchase agreement amount. They Harassing me monthly when I make my payments through their automated system, always stating that I have not made my payment when that is incorrect even when I call Coorperate and customer service and email them my supporting documentation and bank statements they still declined to correct their error. I want the BBB to open on investigation as I know this has happened to multiple customers and cons needs to be shut down or make it right. I have excellent credit and nothing has ever occurred. I want to give them their items back and be Done with them I will never do business again. Please see my supporting documentation there is a receipt where they highlighted. The payoff amount is more than the purchase agreement amounts again I am also providing my bank statement showing my monthly payments. I was late July 2024 because they would not resolve my account and I told them I would not be making any payments until they did so to no avail so in order to be in good standing with the ****** ******* I went ahead and paid for the month of July.

  Business Response

  Date: 07/31/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  Ms. ******* stated in the complaint:
  
  1. She has made her payments on time each month; however, she is receiving calls about her account being past due. Despite providing supporting documentation verifying that she made the payments, we still declined to correct her account; and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On March 15, 2024, Ms. ******* made a payment of $115.62 to her account and subsequently requested a refund, which was processed. She contacted us on May 24, 2024, confirming receipt of her refund check, and inquired about her account balance, which stood at $2340.36. We reached out to Ms. ******* on June 1, 2024, and June 3, 2024, regarding her past-due account and discussed options to resolve it. On June 4, 2024, she received detailed information about her account. Ms. ******* reached out again on July 8, 2024, asserting that her account was not past due and requested a review. The investigation revealed that in March, two payments of $115.62 were processed; one was returned, and a refund was issued for the other. This refund led to her account being backdated, making her next payment due on July 15, 2024; and
  2. We cannot honor Ms. ********* request to authorize a billing adjustment. We have reviewed her account, and her balance is accurate. The next payment of $115.6r is due on July 15th.
  
  According to our records, on December 16, 2023, Ms. ******* purchased a ** ******** ****** and top-load gas dryer, both with a 48*-month Repair Service Agreement on invoice 42135193. It has been verified that Ms. ******* signed a 36-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $115.62, due on the 15th of every month. We show that Ms. ********* appliances were delivered in good condition on December 21, 2023.
  
  Ms. ********* account included a Conn’s 12-month deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of December 15, 2024 (i.e., final expire date of December 25, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the promissory note and security agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Promissory Note and Security Agreement. Ms. *******'s cash option was voided because a late fee was assessed to her account on March 25, 2024, due to her March 15, 2024, monthly payment not being made timely. As a result, interest was added to the account as outlined in the terms and conditions of her signed contract and cash option addendum page.
  
  We investigated Ms. *******'s concerns, we found that she made two separate payments in March: one of $115.62 on March 14, 2024, and another of $115.62 on March 15, 2024. Ms. ******* reported a double payment
  on March 15, 2024, and requested a refund for the $115.62 processed that day. As the payment was still processing, we were unable to initiate the refund immediately and advised Ms. ******* to call back to request the refund. She contacted us on March 27, 2024, to request a refund for the March 15 payment. When Ms. ******* inquired about the refund status on March 29, 2024, she was informed that the request had been submitted and that she would receive an email from ** ****** ***** to claim the refund. Additionally, she was notified that if the refund was not claimed via email within the approval timeframe, a physical check would be issued.
  
  Upon review, it was discovered that Ms. ******* had contacted us on May 24, 2024, confirming receipt of her refund check. At that time, she inquired about her account payoff amount, which was $2340.36. We reached out to Ms. ******* on June 1 and June 3, 2024, via email and text message to discuss her account status. She was advised to pay $121.40 to update her account and was given contact options through our website or by phone. On June 4, 2024, Ms. ******* contacted us regarding her account status, and detailed information was provided to her. On July 8, 2024, she contacted us again, stating that her account was not overdue and requested a review. Our investigation revealed that in March, two payments of $115.62 were made; one was returned, and the other was refunded. The completion of this refund resulted in her account being backdated, with the next payment due on July 15, 2024. Despite our explanation, Ms. ******* disagreed, expressed dissatisfaction with profanity towards our representative, and ended the call.
  
  Since receiving Ms. ********* complaint, it was verified that she made a payment of $115.62, which was posted to his account on July 22, 2024. However, due to Ms. ******** account being backdated, the payment received covered the month of June.
  
  At this time, we cannot honor Ms. ******** request to authorize a billing adjustment. Although Ms. ******* made two payments in March, her account was backdated after a refund of $115.62 was processed upon her request, and the payment for March 14, 2024, was returned. Therefore, the $115.62 payment received on April 14, 2024, was applied to March's bill, the same amount paid on May 14, 2024, cleared the April bill, the June 14, 2024, payment covered May, and the July 22, 2024, payment settled the June bill. Currently, Ms. *******'s account is outstanding for the bill due on July 15, 2024.
  
  Conn’s HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention. Our response includes all supporting documentation, including Ms. *******'s signed documents and account payment history.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  I have provided all statements for May and June of this year 2024 Since I was never contacted regarding the refund or able to speak with anyone in accounts payable regarding my refund until one day I received the check in the mail May of this year. The refund was not rendered or even mentioned until it arrived in the mail.  I have provided supporting statements showing Conns is lying about issuing two refunds to me. Never have I received another refund in addition to the only refund check I have ever received, I need Conns to provide a ledger and supporting documentation of the second refund they are mentioning.  If I made two payments one which was correct and the second which was an incorrect over payment and only one was refunded rightfully so then how does that put me in the negative? This is what Conns is failing to understand. Again they have yet to provide supporting documentation for their claims and have failed to do so. Please review my statements and see that I have only been credited once.  
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 08/01/2024

  Once again, we cannot honor Ms. ******** request to authorize a billing adjustment. Although Ms. ******* made two payments in March, her account was backdated after a refund of $115.62 was processed upon her request, and the payment for March 14, 2024, was returned. Therefore, the $115.62 payment received on April 14, 2024, was applied to March's bill, the same amount paid on May 14, 2024, cleared the April bill, the June 14, 2024, payment covered May, and the July 22, 2024, payment settled the June bill. Currently, Ms. *******'s account is outstanding for the bill due on July 15, 2024.

  Business Response

  Date: 08/06/2024

  We have provided supporting documentation showing that no payment was recorded for the month of March. As stated, no further action is required. Ms. *******'s account is accurate. 

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  You have failed to provide this documentation. I will now seek legal action. I would wish your business well but that is why it is going under and closing nation wide because of your horrible conn of a business. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 08/08/2024

  No further action is required.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
   
  
  Regards,
  
  
  
  
  
   
  

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been harassed every single month since my purchase in October 2023. My account is on autopay and pays every month. I set up my payment date with Conns to coincide with my work deposits. But every month I get threatening emails and letters from Conns. Ive tried to speak with them but this keeps happening. I want an apology for all of the harassment I have received since day one. I also want them to stop contacting me for payments that are set up thru autopay that they approved transaction date. They are rude and making my life a living h*** Please help!Thank you, ****** ******

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or online at ******************************.?
  
  Ms. ****** stated in the complaint:
  1. In October 2023, she made a purchase and arranged for payments to be automatically debited from her account. Despite this, she is still receiving calls and emails when the payment is due, even though she has scheduled them to align with her work pay dates; and
  2. She has requested that we cease all further contact.
  
  Our investigation reveals that:
  1. At the time of Ms. ******* purchase, she signed a contract acknowledging that she agreed to all the terms. The contract stated that her payments were due on the 9th of each month. However, her payments are consistently received and posted to her account on the 15th of each month. As a standard practice, we contact our consumers using the telephone numbers associated with their accounts to remind them of due payments and ensure that all payments are made promptly; and
  2. A request to remove Ms. ******** address from our mailing list has been submitted. We ask that Ms. ****** allow some time for the request to take effect.
  
  
  Based on our records, on November 9, 2023, Ms. ****** purchased a Man *** ****** P2 sectional that consisted of an LSF recliner, RSF recliner, storage console, and a reclining sofa, all with a 36-month Furnituregard Plan, a ***** Silver Crestview cocktail table, and two Stellar lamps with delivery on invoice ********. Ms. ****** paid a downpayment of $324.75 with her **** card and financed $4578.83 through Conns credit (YesMoney). It has been verified that Ms. ****** signed a 34-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $225.83, due on the 9th of every month. We show that Ms. ******* sectional and lamps were delivered on November 15, 2023.
  
  Ms. ******* account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of November 9, 2024 (i.e., final expire date of November 19, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the promissory note and security agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Promissory Note and Security Agreement.
  
  We investigated Ms. ******** concerns, we discovered that attempts were made to reach her on May 10, 2024, May 12, 2024, and May 13, 2024, due to her overdue payment. Notifications via email and text were sent to Ms. ****** about her account status, along with instructions to resolve the outstanding balance. On May 13, 2024, Ms. ****** reached out to us, stating that her payments were arranged to be posted on the 15th of each month. She was reminded that her payments were due on the 9th. Upon receiving this
  clarification, Ms. ****** expressed her displeasure with the communications received (calls and emails) and requested that all further contact be ceased.
  
  After receiving Ms. ******* complaint, we discovered that she contacted us on July 22, 2024, to report that she had received a letter referring to the status of the cash option. The letter also mentioned that the promotion might be voided if her account becomes even more past due. We attempted to explain to Ms. ****** that her payment is due on the 9th of each month, but she has been making the payment on the 15th. When we informed her of this, Ms. ****** became upset, used profanity, and threatened to file a complaint with the BBB before hanging up the call.
  
  It is our standard practice to contact our consumers using the telephone numbers and email addresses associated with their accounts to remind them of their due payments and ensure that all payments are made promptly. However, on May 13, 2024, Ms. ****** requested that we stop all communication. Consequently, we submitted a cease-and-desist notice for the phone numbers and her email address. Despite this request, as her account was due on the 9th of each month and the payment was not received, a letter regarding the status of her payment and cash options was mailed to the address on file. Prior to receiving her complaint, we found no records indicating a request to change her due date.
  
  Conns HomePlus values Ms. ****** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a couch from conns on 5/26/2024. We untimely decided to cancel our order because nobody could give us a date of when our couch would actually come. We paid for the couch cash and the total was ********. We went in to get a refund on 5/5/2024. They said because it had to be refunded by check it would take a couple of weeks and we were estimated to get the check on 5/20/2024. We have yet to receive our refund and we need our money back.

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. *********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or online at ******************************.?
  
  Ms. ********** stated in the complaint:
  1. She placed an order for a couch but decided to cancel it after not receiving a delivery date. She was told that she would receive a refund of $2442.27, but no refund has been received; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. On May 5, 2024, Mr. ***** made a purchase with us, which was originally scheduled for delivery on May 26, 2024. However, due to the items not being available, the delivery was rescheduled to May 27, 2024. Mr. ***** decided to cancel the purchase, and he was informed that his order would be canceled, and a refund would be issued in the form of a physical check; and
  2. We have spoken with Mr. ***** and confirmed his mailing address. It has been confirmed that Mr. *****'s refund check has been reissued and mailed to the correct address. We ask that he allow time for the check to be received.
  
  
  Based on our records, Ms. ********** has raised concerns regarding a purchase made by Mr. ******* *****. On May 5, 2024, Mr. ***** bought a Style Line Crestview sectional, which included a right-side-facing loveseat, a left-side-facing loveseat, and a wedge, all covered by a 1-year manufacturers warranty on invoice number ********. It has been confirmed that Mr. ***** chose to have the sectional delivered.
  
  We investigated Ms. ************ concerns, we discovered that on June 19, 2024, Mr. *****'s local Conns HomePlus store had contacted us about his refund. An incident ticket was issued to address the reported issue. Following our investigation, Mr. ***** received a notification that a refund check for $2442.27 had been processed and mailed to the billing address on his invoice as of June 20, 2024.
  
  After receiving Ms. ************ complaint, we found that Mr. *****'s refund check had been returned as undeliverable. Therefore, we contacted Mr. ***** to confirm his mailing address. He provided the alternate address from his invoice: ****************************************************. With the address verified, we informed our accounting department, which confirmed that Mr. *****'s refund check would be reissued and mailed to the correct address. We request that Mr. ***** allow sufficient time to receive his refund check.
  
  Conns HomePlus values Ms. ********** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  It has already been 3 weeks since we got a call from Conns after I filed this complaint and the woman we spoke to told us and sent us an email that we would get our check in 7-10 days. That was on 7/23/24 when we spoke to that woman and she sent an email quoting us 7-10 days to receive our check. My question is when we will get our money back?
  
  Regards,
  
  ***** ********** and ******* Guest
   
  

  Business Response

  Date: 08/22/2024

  Due to Conn's filling bankruptcy Mr. ******* refund is pending as we are waiting for the response from the bankruptcy court on how to proceed.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6, 2024 both I and my girlfriend went into the Conn's store #*** at ************************************************************************** contact # **************. I explained I had previously purchased an ****** ****** Watt stereo system from them with a 2 year warranty, but the warranty had expired. Conn's had another system online which they said, was the same as what I previously purchased. With their reassurance as this being the exact one I had previously, I made the purchase and they set it up for delivery on July 10, 2024. Upon receiving the unit and setting it up, I immediately realized it was not the same as I had before. The volume level was not even half of what my previous stereo had. Nowhere to load CD's as this unit is meant for parties and karaoke and the front cover for the mic out put was broken, once let down, would not go back up. Unable to use this system and being mislead, I contacted the store where I spoke with ***** She said, I could not return it as it was a clearance item. This was never explained and should not be the case as the store misrepresented the item assuring me it was the same as my previous purchase. I have spoken with the customer service department and have not had any resolution. They just transfer me to other departments like delivery and tech support where I am told to call customer service back. Also I have have spoken with the actual store numerous times, the last several times I actually spoke with the manager ***** (pronounced *****) who said he would email customer service and try to get an approval to return. Checking back with him, there has been no response. He did advise me they will be closing down stores, so time is of the essence to resolve this issue. I am asking for a refund of my money as I paid in full upon purchase and to be able to return the item to the store. Any help you can provide would be greatly appreciated. (receipts attached)Thank you,***** ********

  Business Response

  Date: 08/20/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??
  
  Mr. ******** stated in the complaint:
  1. After setting up his newly purchased sound system, he discovered that it was not the same as the one he previously owned and requested a return. Therefore, he reached out to us and was informed that we could not accept the return; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  
  1. Following the delivery on July 10, 2024, he reached out to report that the party system delivered was not the same as the one he previously purchased and requested a refund. Mr. ******** was notified that he was within the Return & Exchange period and could proceed with a return or exchange subject to a 15% restocking fee; and
  2. We cannot honor Mr. ********* request to authorize a refund.
  

  According to our records, on July 6, 2024, Mr. ******** purchased a Britelite Bluetooth Party System model PSL9500 with a 36-month ************** Agreement on invoice ********* We confirmed that Mr. ********* party system was delivered on July 10, 2024, in good condition.
  

  We investigated Mr. ********* concerns and found that he contacted us after receiving delivery on July 10, 2024, and July 16, 2024, stating that the party system he received was not the same as the previous unit he purchased in 2021. As a result, he requested a return. Mr. ******** was reminded of Conns Return & Exchange Policy we had in place during his purchase and informed that he could initiate a return or an exchange with a 15% restocking fee of $105.
  

  At this time, we are unable to approve Mr. ********** request for a refund. He was informed multiple times that he could initiate a return or exchange subject to a 15% restocking fee. As of July 24, 2024, ********************* & Exchange Policy is no longer valid. It has also been verified that both Mr. ********** previous unit and the new unit possess identical features, including Bluetooth playback, USB, SD Card, FM Radio, dual Mic/Headphone 3.5mm ports, and an Aux-in port for karaoke. The product descriptions do not indicate compatibility with CDs for either party system purchased by Mr. ********* Moreover, there was no prior communication from Mr. ******** reporting any damage to a component of his newly purchased party system. We have included links that outline the features and specifications for both party systems models, PSL5500 and PSL9500. ************************* System L5500 Entertainment System ******** (*************) and Buy ****** ****** Watt Bluetooth, Ceiling & Floor Lighting Package, Party System | Financing Options @ Conn's HomePlus (**************************).
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
   The statement made by Conn's is false. They never gave me the option of returning the merchandise with a restocking fee; if so, I would have gladly done it. I think it is quite obvious that if this option was offered, it would still be valid, instead they are saying it is no longer an option. As stated before, the store could not help me and their customer service line continued to send me to other departments which were unable to resolve and issue a return. The only thing the store said was they could not take the merchandise back as it was a clearance item. The store also refused to speak with me recently because I had filed with BBB after many attempts to resolve through them and their customer service number. Please let me know how to proceed. If they are unwilling to take this back, if forced, I will file it with the Manatee County Court system. At that time, I will also ask for additional monies for time, travel loss of work and inconvenience. I hope you will be able to assist me in resolving this.

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ***** ********
  
   

  
  

  Business Response

  Date: 09/18/2024

  At this time, we are unable to approve Mr. ********** request for a refund.